ServiceNow
About ServiceNow
ServiceNow is a platform-as-a-service provider of IT service applications. The company provide a range of pre-built ITSM products to automate and manage numerous IT enterprise services. Using the single software you can automate process and create custom applications to meet all your IT service needs. ServiceNow can be used for cloud and virtualization lifecycle management, change orchestration, infrastructure discovery and IT governance, among others. You can also use the software to report on all applications, as well as to generate reports on KPIs and benchmarking and create executive dashboards.
ServiceNow offers a wide selection of integrated IT service management tools and applications, each with multiple feature-sets and capabilities. The core products fall under 5 main categories: IT Service Automation Applications, Project Portfolio Management, IT Business Management, Shared Service Applications (for Facilities, Field Service and HR) and ServiceNow Express, an ITSM for enterprises of all sizes.
ServiceNow also offers a service automation platform to tailor existing applications, share information among applications or build custom applications. There is also a ServiceWatch product that helps to discover and map relationships between IT components and incidents, with dashboards giving real-time insight into the health of the business services. ServiceNow Discovery can be used to identify IP-enabled configuration items (CIs), map their interdependencies and export the data to the ServiceNow Configuration Management Database.
ServiceNow Express is the ITSM product for companies of all sizes and includes a range of features. The solution delivers end-to-end incident management with visual taskboards and tickets, priority setting, and asset and configuration monitoring. You can also generate reports on all business KPIs and metrics through dashboards, graphs and charts.
ServiceNow IT Service Automation Applications include asset management, change and release management, configuration management, incident, IT cost, and problem management, and a service catalog. ServiceNow Service Catalog helps to improve the customer experience by providing a customer-facing storefront for users to access self-help, submit IT requests, log issues and track progress.
Key benefits of ServiceNow
· IT Service Automation: One solution for asset management, change and release management, configuration management, incident management, IT cost management, problem management, and a service catalog.
· Custom Application Development: Build and deploy custom applications in days, integrate your existing apps and new apps, requires minimul to zero coding knowledge.
· Single Platform: Consolidate all your legacy apps into one single system to record all process and get actionable insight into all your IT. Send information among all your apps.
· Service Automation: Standardize service processes and implement automation to replace manual tasks. Create custom workflows, apps and forms.
· Project Portfolio Management: Offers complete project management, from planning and execution, to time management, task assignment and status tracking. Includes Demand Management, Resource Management, Software Development Lifecycle.
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- Industry: Information Technology & Services
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Using Service Now as a Team Lead
Reviewed on 04/04/2024
Overall a great experince over the last year or so. My team have greatly loved this new tool and as...
Overall a great experince over the last year or so. My team have greatly loved this new tool and as a LM it has allowed me to focus alot more on metrics and making my team efficient.
Pros
Dashboard and Reporting
Ticket Management
Customisation
I am in the process of setting up automated ticket creations based on application alerts which will be fantastic.
Cons
It takes a little time to get your head around the reporting element if you have multiple status's. You have to play with the data to get it spot on, but its fairly easy and you will get the hang of it quickly.
- Industry: Pharmaceuticals
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Industry Standard for ITSM
Reviewed on 30/08/2024
I've used it at a previous company and my current employer. As long as it's built correctly, You'll...
I've used it at a previous company and my current employer. As long as it's built correctly, You'll enjoy it.
Pros
The flexibility to customize and automate processes.
Cons
There is nothing I Don't not like about ServiceNow
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Monthly for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 7.0 /10
Great Ticketing Management Software
Reviewed on 08/08/2024
Using ServiceNow is nice and it's fairly organized and clean looking. I use it occasionally to...
Using ServiceNow is nice and it's fairly organized and clean looking. I use it occasionally to enter tickets and it's pretty easy for me to track the progress. If anything changes, it notifies me via email. I haven't used any advanced tools, like the analytics, but I imagine it's quite handy for supervisors.
Pros
Lots of options when managing service tickets. This software is flexible enough for IT, HR, and other departments to be grouped into one as long as you are granted the access to see them. The UI for the web app is nice and simple. There are some decent dashboards already built in for you to choose.
Cons
There are too many options listed in the All menu. Most of them I don't use so I have to favorite certain menus and ignore the rest.
- Industry: Business Supplies & Equipment
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Streamlined workflow management with some minor gaps
Reviewed on 25/12/2024
ServiceNow is a great tool for any IT management it improves overall productivity by streamlining...
ServiceNow is a great tool for any IT management it improves overall productivity by streamlining complex workflows. However, the cost and learning curve are not ideal for smaller teams and early-stage startups. For large enterprises, this is almost a go-to tool for any support-related team.
Pros
ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of issue creation till issue resolution and closure. This saves time and improves productivity.
Cons
While it is a robust solution, it also has a steep learning curve, especially for someone new to IT. This requires separate training sessions for new joiners.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great Ticketing Tool
Reviewed on 06/07/2024
Over it is a great ticketing tool where a number of reports are easy to create and allows for some...
Over it is a great ticketing tool where a number of reports are easy to create and allows for some customizations.
Pros
I really liked how it cam integration with other applications and systems. The reports and dashboards really gives good insights to what is going on. It is a brilliant ITSM tool as well as the licensing mechanism.
Cons
So of the out of box examples do not really match up to any of the organization needs. Integration with risk management could have been simpler to show the mapping of business to technical risks.
ServiceNow FAQs
Below are some frequently asked questions for ServiceNow.Q. What type of pricing plans does ServiceNow offer?
ServiceNow offers the following pricing plans:
- Starting from: US$100.00/month
- Pricing model: Free Version, Subscription
- Free Trial: Available
Subscription license based on IT process users, type of license and level of support needed. Contact ServiceNow directly for pricing information
Q. Who are the typical users of ServiceNow?
ServiceNow has the following typical customers:
201–500, 501–1,000, 1,001–5,000
Q. What languages does ServiceNow support?
ServiceNow supports the following languages:
Dutch, English, French, German, Italian, Japanese, Portuguese, Spanish
Q. Does ServiceNow support mobile devices?
ServiceNow supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does ServiceNow integrate with?
ServiceNow integrates with the following applications:
1E Platform, 3CLogic, AlertOps, Apiiro, Apizee, Apptio Platform, Aria Platform, Armis, Azure Active Directory, BeyondTrust Remote Support, BigID, Bitbucket, Bright Pattern, CG4 Asset Tracking System, CareAR, Checkmarx One, Coda, Cofense PhishMe, ControlUp Edge DX, CrowdStrike, CyCognito, CyberArk Endpoint Privilege Manager, DeepL Pro, DomainTools, Dynatrace, EclecticIQ Suite, Email Tracking for ServiceNow, Expertflow Contact Center, Fairmarkit, Five9, GitHub, GoSign, IBM Instana, IBM Z, IFTTT, Itential Automation Platform, JIRA Service Management, Kandji, Lacework, LogMeIn Rescue, LogMeIn Resolve, LogicMonitor, ManageEngine Endpoint Central, ManageEngine Remote Access Plus, Metrikus, Microsoft 365, Microsoft SharePoint, NetBrain, Netskope Active Platform, New Relic, NinjaOne, Nipper, ODBC Driver for ServiceNow, ONEiO, Obsidian, Okta, OpenFin, OpenLM, OpsRamp, Ordr, PagerDuty, Pentaho, Ping Identity, Power BI Connector for ServiceNow, Quality Clouds, Qualys Cloud Platform, Rubrik, SAP S/4HANA Cloud, SailPoint, Salesforce Marketing Cloud, ScienceLogic, Secureworks, Sepio, Silverfort, Slack, Smartling, Snyk, Splunk Enterprise, Squadcast, Tableau, Tableau Connector for ServiceNow, Talend Data Integrity and Data Governance, Tanium Threat Response, TeamViewer Frontline, TeamViewer Remote, Teramind, Terraform, The Anomali Platform, Utelogy, VBrick, VMware Aria, Vectra AI Platform, Webex Suite, Whispir, Workato, Zapier, ZeroFOX, enosiX, strongDM, xMatters
Q. What level of support does ServiceNow offer?
ServiceNow offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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